Urban Art Association

faile refund print , by westley on Aug 30, 2007 17:40:10 GMT 1, Hi anyone else get this email saying faile are going to make a print for all the people that got refunds and were charged currency conversion.

am i wishing or dose it sound like it will be free ?


Hey everyone,


So it seems there have been some big problems with refunds to our international
buyers. Can't tell you how bad we feel about this. Gutted.

We had no idea that this would happen, it's never happened in the past through
the site and we just weren't aware of this being an issue until now. We feel bad
enough with each email coming in from people who were really looking forward to
the prints they thought they had received and then found they were being
refunded. But now to hear that some people who were overseas are not being
refunded fully due to PayPal or their credit card companies keeping a
transaction fee for currency conversion, is just a huge problem.

I hope you all know how hard we work to try and resolve anyone who has problems
with the site or anything else that involves us. We always try to get back to
anyone that emails along with really focussing on making intimate works from the
studio. We worked really hard on this print release and were excited to get the
work out there to everyone who was interested. So please understand how sorry we
are for the hassle everyone endured yesterday. We are simply overwhelmed by this
and sorry.

The site was just never designed for the traffic it received yesterday. Yes, we
were able to allow it to function to get the work out there but our site wasn't
built with any kind of regulating system to stop making it available when PayPal
determines something is sold out. It is something we have to do manually. If you
put something in your cart or don't keep refreshing the site you won't see that
it has already sold out. We just have never had a problem like yesterday until
now.

This is why we are moving to the lottery system, you will be able to put your
name in the virtual hat and will only have to pay if you've "won" the lottery.
This will clearly be much better. We just couldn't get that going for this
release and frankly never thought we would be having these problems.

So this is what we are going to do. We are planning to make a brand new
limited-edition print for all those who have been charged in this way. This
basically breaks down to everyone from outside the country who received a refund
from this print release. Sorry to our US collectors, please don't be upset by
this. You weren't charged in this way, so please understand.

The print run will be editioned to the exact number of people who fell in this
category. It will be a new print made to reflect how bummed we are that our
faithful collectors had to go through this and it will never be released again.
We will pay for shipping. You may have to give us a little time to get this all
sorted, work on the new piece, get it printed and shipped to everyone and there
are quite a few of you. But we are on it.

If you haven't received a refund at this point you are probably all set and will
be receiving the work you picked out. We will be shipping in the next 2-3 weeks.

The work in the Fall will feature more Originals and some pieces on Wood. It
will all be via a lottery so you will have time to think about what you are
looking at and make more informed decisions and will only pay if you've "won."
Then that will probably be it for awhile we will be focussing on new work for
2008 and really need to spend some time on that.

Thank you again to everyone who showed up yesterday. Please accept our humble
apologies in this matter. We are really sorry for the inconvenience and will do
our best to make it up to you.

Our best,
Faile